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Director of Customer Experience

Company: LiteGear Inc.
Location: Burbank
Posted on: May 23, 2023

Job Description:

This role is accountable for delivering a world class customer experience aligned with the brand and values of the company. This position demonstrates a customer-obsessed mentality and drives the organization to work together for a seamless, positive, and unified customer experience.This role focuses on managing each customer relationship with the company, ensures accurate sales order processing, drives the service team to industry leading after sales support, steers customer-led innovation, and leads the customer learning and product knowledge initiatives.ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES

  • Manages all relationships with customers and helps set and execute customer experience strategies and initiatives to optimize customer retention, decrease operating costs and maintain customer satisfaction.
  • Oversees the integration and ongoing implementation of ZenDesk as well as other customer facing technology such as RingCentral, QuickBooks, and CRM systems.
  • Assists IT, Marketing, and accounting on the integration and support of the company's e-commerce platform in order to provide an industry leading customer experience.
  • Develops and refines CX and Service processes to deliver efficiency across the sales order and service lifecycle.
  • Works closely with Sales and Product Management to understand the technical and industry related challenges of the customer.
  • Ensures that CX and Service team understands and are trained in how to provide the highest level of customer service.
  • Leads strategy for all customer contact channels, including phone, email, chat, social-media responses, and SMS.
  • Establishes metrics or KPI's for defining and assessing the company's relationship with customers.
  • Works with Marketing and Sales teams to craft customer notifications and communications across all channels
  • Collaborates with Operations to define rules and processes to improve the outcome for customer order accuracy, shipments, and returns, and works with customer service and technology vendors to implement improvements in these areas.
  • Leads the CX and Service teams while working collaboratively with Product Management, Marketing, Finance, Sales and Operations to drive customer success.
  • Develops customer and CX/Service training materials and educational programs that maximize product understanding and customer satisfaction.
  • Continually identify evolving customer needs, wants, and priorities to help the organization continue to stay ahead of the competition.SUPERVISORY RESPONSIBILITIES
    • Provide daily management of the Customer Experience and Technical Service Teams.
    • Coach employees on career development opportunities and personal growth strategies.
    • Ensure employees are trained and proficient on all customer touch point processes.
    • Recognize others' contributions and share credit for success.
    • Lead development of departmental programs and initiatives to attain high employee satisfaction and retention.KNOWLEDGE, SKILLS, AND ABILITIES
      • Ability to establish and drive a "customer obsessed or customer first" culture throughout the organization.
      • Excellent organizational and communication (oral, written, and presentation) skills.
      • Ability to apply expertise, knowledge, and professional concepts to quickly resolve critical customer issues.
      • Maintains and promotes an environment in which customers are happy and proud to do business with LiteGear.
      • Provides an environment that fosters innovation and supports alternative approaches that lead to new and improved processes.
      • Works to develop the team to increase their competence and confidence; eliminates barriers and provides needed resources and support for personal and professional growth.
      • Aligns people, processes, information systems, and structure to achieve a strategic result; ensures that expectations are clear, priorities established, focus maintained, and tough decisions addressed; works to gain commitment and buy-in from the team.
      • Travel may be required.EDUCATION, TRAINING AND EXPERIENCE
        • Bachelor's degree or equivalent experience.
        • 10 years' experience within a customer service department, with a minimum of 5 years' experience as a supervisor, or management responsibility over customer support.
        • Exceptional familiarity with customer communication channels including ticketing, phone, chat, email, and social media.
        • Highly analytical, with a results oriented KPI-driven approach. Why LiteGear - Have you every wanted to be part of the exciting and creative world of movie making? Have you ever been curious how filmmakers create beautiful images using light and shadow? Have you ever wanted to be part of a Team of talented, creative, and motivated people that are out to change the world? If so, LiteGear could be the company for you. LiteGear has been innovating the lighting industry for the past 16 years with the focus on becoming the leading cinematic lighting solutions provider in the world. We are currently looking for new team members who want to be part of creating the future of cinematic lighting technology and to be part of a company with excellent benefits, fun work environment, and rewarding careers. LiteGear was founded in 2006 after creating the lighting solutions for the arc reactor in the major motion picture Iron Man and the bridge of the Starship Enterprise in Star Trek (2009). LiteGear has since developed product lines such as LiteRibbon, LiteDimmer, LiteMat, and LiteTile which continues to have a major impact on lighting and set design across the globe. Come join us and make an impact on movie making. Salary is commensurate with experience. LiteGear Inc. offers comprehensive medical and dental benefits, generous vacation, holiday and sick/personal leave, as well as a 401k and profit sharing plan. LiteGear Inc. is an equal opportunity employer.

Keywords: LiteGear Inc., Burbank , Director of Customer Experience, Executive , Burbank, California

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